Workforce Resource Planner

6 dagen geleden

Amsterdam, Noord-Holland, Nederland Netflix Voltijd
Role Overview
The Workforce Resource Planner plays a crucial role in establishing the scheduling requirements necessary to meet customer demand on a weekly, daily, and interval basis. In this position, you will be responsible for developing both the requirements and schedules that correspond with contact arrival trends across various support channels. You will also manage the allocation of these requirements and schedules across a broad network of vendors to ensure fulfillment by our business process outsourcing partners. Success in this role requires a keen understanding of diverse labor laws, time zones, and work patterns.

Key Responsibilities

  • Create and distribute macro-level scheduling requirements and other resource planning outputs across multiple locations, languages, channels, and partners, while maintaining the integrity and quality of the underlying data.
  • Assess and integrate relevant schedule shrinkage, inflexibility, and other real-world factors that impact staffing against forecasted needs.
  • Ensure that BPOs are assigning agents to schedules in alignment with customer contact arrival patterns, taking into account seasonality, multi-channel capabilities, scheduling inefficiencies, and specific market regulations.
  • Identify and implement strategies to enhance operational metrics through innovative scheduling analysis and recommendations.
  • Collaborate with internal teams and BPO partners to ensure optimal operational efficiency while establishing a resource planning foundation that supports reduced wait times and operational excellence.

Required Qualifications and Skills

  • Bachelor’s degree or equivalent professional experience.
  • A minimum of 3 years in workforce management or back-office operations management within a diverse support environment.
  • At least 2 years of experience in developing schedules and other resource planning outputs using a workforce management platform.
  • Proficient in gathering, normalizing, and interpreting data to generate actionable insights.
  • Strong problem-solving and analytical abilities.
  • Excellent communication skills suitable for various organizational levels.
  • Proven capability to manage multiple tasks and adjust priorities as needed.
  • Experience in contact center operations.
We are committed to fostering an inclusive workplace that values diversity of thought and background, recognizing that this diversity strengthens our teams.

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